Cablecast Remote Support Tool
Overview
The Cablecast Customer Service Team is always looking to provide a better experience for our Cablecast users. Beginning September 18th, 2025 we are rolling out some changes to our support tool to make serving you faster as well as more secure.
The new Cablecast Support tool is powered by Rust Desk.
How Do I Install the Cablecast Support Tool?
The Cablecast Support Tool is automatically installed with Cablecast version 7.10 or later. Any new servers that shipped beginning October 2025 will also have the Cablecast Support Tool installed.
Which Version of Cablecast Do I Have?
Open the Cablecast UI > Click the "?" in the menu on the left > note the version
If you are running an earlier version of Cablecast reach out to support@cablecast.tv or submit a case here to request an update.
Cablecast Support Tool Installer
You might find that you are unable to update to Cablecast 7.10, but you still need remote assistance. You can download the standalone installer for Cablecast Remote Support here:
- [Include Link to Client Installer]
How do I Find My Connection ID & Password?
First, you will need direct access to your Cablecast server to view the Connection ID & Password.
- Open the Cablecast Remote Support Tool app
- The Connection ID and one-time password will be displayed
Security
The Cablecast Support Tool will set a random 20-character password for each server that Cablecast 7.10 or later is installed. This password is stored in a secure vault that only Cablecast Support has access too.
Cablecast Support does not access customer environments unless you have an active support case with the Cablecast Team and additional troubleshooting is required.
(Optional) Disable Cablecast Support Tool Easy Access
You can disable Easy Access by uninstalling Cablecast and reinstalling it. During the installation you will be asked if you would like to disable Easy Access.
Note: When you disable Easy Access it may require additional time to resolve your issue. You may be asked for your connection ID and one-time password.
To get the latest version of Cablecast reach out to support@cablecast.tv or submit a case here to request an update.
Do I Have To Keep The Cablecast Support Tool Installed?
No, but please be aware that the time it takes to resolve your issue may be delayed as a result of not having remote access. Our team will work with you to install the Cablecast Support Tool if it is not already installed.
Are There Remote Access Alternatives?
If your organization does not allow the Cablecast Support Tool you may benefit from our Platinum Support package which allows for remote support using a tool of your choosing.
